Bilbao,
Bilbao

How much is the security deposit, and when is it returned?

Deposit amounts depend entirely on the length of the stay:

• Stays between 1 and 30 days require no deposit.

• Stays between 31 and 90 days require €300.

• Stays between 91 and 364 days require €1,000.

The deposit covers property damage beyond standard wear and tear. It is refunded within 45 days of the contract's conclusion, following a room inspection after departure.

When are the initial accommodation fees due?

The booking fee is due immediately when reserving the room and signing the e-contract. The security deposit and the initial month's housing fee must be cleared at least 30 days before the contract begins.

What are the payment rules for short-notice or short-term bookings?

If a room is booked fewer than 30 days before the contract start date, or if it is a short-term stay, the deposit and a partial or full housing fee may be collected upfront during the booking process.

What payment methods are permitted?

All payments must be made securely via card through the online booking system. Cash and check payments are explicitly barred.

What is the cooling-off period and how is it used?

A 14-day window to cancel begins the day the online booking is made. This option closes early if the contract start date arrives first. To invoke this right, an Annex II form and a copy of a passport or ID must be emailed.

Under what conditions can a booking be cancelled before moving in?

A full refund of all payments is available before move-in under three distinct conditions: cancelling within the 14-day cooling-off timeline, receiving a visa rejection from Spanish or Portuguese authorities, or facing university rejection in the destination city.

What documentation is required for a university or visa-related cancellation?

For visa rejections, official proof of denial from the authorities is mandatory. For university rejections, the applicant must present proof of enrollment at a university located in a different city.

Can a contract be cancelled after moving in?

Once a resident moves in, the contract can only be terminated if a replacement tenant is found to assume the remainder of the lease. The new tenant must have student status and match the resident's gender if occupying a shared room. Management must be notified via email, and the original resident remains liable for all payments until the replacement is confirmed.

Is the booking fee refundable?

The booking fee is non-refundable. It will only be returned if the cancellation meets the criteria for the 14-day cooling-off period, a visa rejection, or a university denial.

What happens if the contract signing or booking fee is delayed?

The agreement must be signed, and the booking fee settled within 48 hours of receiving the contract. If this deadline is missed, management reserves the right to automatically cancel the reservation without notifying the applicant.

The above cancellation policy is a synopsis of the property’s cancellation policy. There could be a few changes incorporated from time to time. Hence, we recommend you review the full Accommodation Contract for a comprehensive understanding of their cancellation policies.